IVR Diagrammer

Introduction

The IVR Diagrammer is a powerful visualization tool designed to help NICE CXone developers create professional diagrams of their IVR systems. Whether you're documenting existing call flows, planning new implementations, or presenting designs to stakeholders, the IVR Diagrammer provides an intuitive interface for creating clear, comprehensive visualizations of your contact center voice experiences.

With support for multiple input formats, interactive editing capabilities, and professional export options, the IVR Diagrammer bridges the gap between technical implementation and visual documentation, making it easier to communicate complex call flows to both technical and non-technical team members.

Pro Tool

IVR Diagrammer is available with a Pro subscription. Free users can create basic diagrams, but saving, exporting, and advanced features require a Pro subscription.

Key Features

Multiple Input Formats

Import IVR scripts from various formats including XML, JSON, and plain text. The tool intelligently parses your input to create an initial diagram structure.

Interactive Editor

Customize your diagrams with an intuitive drag-and-drop interface. Add, move, and connect nodes to create the perfect representation of your call flow.

Node Customization

Choose from different node types (menu, input, message, transfer) with distinct colors and styles. Add custom labels and descriptive content to each node.

Export Options

Export your diagrams as SVG files for inclusion in documentation, presentations, or training materials. High-quality vector graphics ensure your diagrams look professional at any size.

Save and Share

Save your diagrams to your CX Tools account for future editing. Create multiple versions and iterations as your IVR system evolves.

Grid Layout

Automatically arrange nodes in a clean, organized grid layout. Perfect for quickly visualizing complex call flows with minimal manual positioning.

Getting Started

Follow these steps to start creating IVR diagrams:

1. Access the IVR Diagrammer

Navigate to the IVR Diagrammer from the Tools section or directly via https://cxtools.xyz/tools/ivr_diagrammer

2. Create a New Diagram

You can start with one of the following methods:

Import from XML: Paste your IVR script XML into the input area
Import from JSON: Paste JSON describing your call flow
Import from Text: Describe your call flow in plain text format
Start from Scratch: Begin with a blank canvas and add nodes manually

3. Edit Your Diagram

After creating or importing your initial diagram, you can customize it:

Add Nodes: Click the "Add Node" button and select the node type
Move Nodes: Drag nodes to reposition them on the canvas
Connect Nodes: Click and drag from one node to another to create connections
Edit Node Details: Click a node to edit its label, prompt text, and other properties
Edit Connections: Click a connection line to edit its label and style

4. Save and Export

When you're satisfied with your diagram:

Save: Click "Save Diagram" to store it in your CX Tools account (Pro feature)
Export as SVG: Click "Export SVG" to download a vector graphics file for documentation (Pro feature)
Share: Use the exported SVG in your documentation, presentations, or team communications

Input Format Examples

XML Format Example

You can provide XML that describes your IVR structure:

<ivr>
  <menu name="Main Menu">
    <prompt>Welcome to our service. Please select from the following options.</prompt>
    <option key="1">
      <prompt>Check account balance</prompt>
    </option>
    <option key="2">
      <prompt>Make a payment</prompt>
    </option>
    <option key="3">
      <prompt>Speak to a representative</prompt>
    </option>
  </menu>
</ivr>

JSON Format Example

Alternatively, you can use JSON to define your diagram:

{
  "nodes": [
    {
      "id": "node1",
      "type": "menu",
      "label": "Main Menu",
      "prompt": "Welcome to our service. Please select from the following options."
    },
    {
      "id": "node2",
      "type": "input",
      "label": "Check Balance",
      "prompt": "Your current balance is $150.75"
    },
    {
      "id": "node3",
      "type": "input",
      "label": "Make Payment",
      "prompt": "Please enter the payment amount"
    },
    {
      "id": "node4",
      "type": "transfer",
      "label": "Speak to Rep",
      "prompt": "Transferring to an available representative"
    }
  ],
  "edges": [
    {
      "source": "node1",
      "target": "node2",
      "label": "Press 1"
    },
    {
      "source": "node1",
      "target": "node3",
      "label": "Press 2"
    },
    {
      "source": "node1",
      "target": "node4",
      "label": "Press 3"
    }
  ]
}

Text Format Example

For simple diagrams, you can use plain text description:

Main Menu: Welcome to our service. Please select from the following options.
  1. Check Balance: Your current balance is $150.75
  2. Make Payment: Please enter the payment amount
  3. Speak to Rep: Transferring to an available representative

Advanced Features

Custom Node Styling

Customize the appearance of nodes to create clear visual hierarchies:

Node Colors: Customize colors based on node type or function
Node Shapes: Choose different shapes for different node types
Font Styles: Adjust text size and style for better readability
Border Styles: Customize borders to indicate node importance

Advanced Layout Options

Fine-tune the layout of your diagrams:

Auto-Layout: Automatically arrange nodes in optimal positions
Grid Snap: Align nodes precisely with grid lines
Spacing Controls: Adjust vertical and horizontal spacing between nodes
Flow Direction: Choose between vertical and horizontal flow orientation

Diagram Management

Pro users can manage multiple diagrams within their account:

Save Multiple Diagrams: Create and maintain a library of IVR flow diagrams
Version Control: Create multiple versions of diagrams to track changes over time
Organize by Project: Group related diagrams together
Diagram Search: Quickly find diagrams by name, date, or content

Best Practices

Visual Clarity

Create diagrams that are easy to understand at a glance:

Use consistent node types throughout the diagram
Keep labels short and descriptive
Use color coding consistently (e.g., red for transfers, blue for menus)
Avoid crossing connection lines when possible
Group related functionality together visually

Organization

Structure your diagrams logically:

Flow from top to bottom or left to right
Place the main menu or entry point at the top/left
Group similar options together
Use consistent spacing between nodes
For complex IVRs, consider breaking into multiple diagrams

Documentation

Enhance the value of your diagrams as documentation:

Include actual prompt text in node descriptions
Document DTMF options on connection labels
Note timeouts and default behaviors
Include version information and date in diagram title
Add explanatory notes for complex logic

Workflow Integration

Integrate diagramming into your development workflow:

Create diagrams during the planning phase
Update diagrams as implementation changes
Include diagrams in technical and business documentation
Use diagrams for training new team members
Review diagrams during system audits and updates

Troubleshooting

Import Issues

If you're having problems importing your IVR scripts:

Ensure your XML or JSON is properly formatted with no syntax errors
For large scripts, try breaking them into smaller sections
Check that your input matches one of the supported formats
For text imports, follow the simple indentation pattern shown in the examples

Display Problems

If the diagram isn't displaying correctly:

Try refreshing the page to reset the canvas
Use the auto-layout feature to reorganize overlapping nodes
For very complex diagrams, consider simplifying or breaking into multiple views
Ensure your browser is up-to-date (Chrome, Firefox, or Edge recommended)

Export Issues

If you're having trouble with SVG exports:

Ensure all nodes are within the visible canvas area before exporting
For diagrams with many nodes, check that your browser has sufficient memory
If SVG quality is poor, try adjusting zoom level before exporting
For import to Word or PowerPoint, SVG is preferred over PNG for resolution

Frequently Asked Questions

Can I import my existing Studio scripts directly?

While direct import of full Studio scripts isn't currently supported, you can extract the relevant call flow structure into XML or JSON format for import. We're working on a future update that will allow direct import from Studio script exports.

How many nodes can a single diagram contain?

The IVR Diagrammer can technically handle hundreds of nodes, but for practical usability and clarity, we recommend limiting diagrams to 50-75 nodes maximum. For more complex IVRs, consider creating multiple linked diagrams focusing on different sections of your call flow.

Can I generate code from my diagrams?

Currently, the IVR Diagrammer is focused on visualization rather than code generation. However, we're exploring adding code generation features in a future update to help bridge the gap between visual design and implementation.

Can I collaborate with my team on diagrams?

While real-time collaboration isn't currently available, Pro users can save diagrams to their account and export them to share with team members. We're planning to add team collaboration features in the future to allow multiple users to work on and comment on diagrams.